基于SEM的城市轨道交通乘客满意度与服务质量的分析
Analysis of Passenger Satisfaction and Service Quality of Underground based on SEM
左忠义 1郑琳 1王英英1
作者信息
- 1. 大连交通大学 交通运输工程学院,辽宁 大连116028
- 折叠
摘要
以大连地铁服务质量与乘客满意度的调查结果为依据,基于SEM结构方程模型探究城市轨道交通服务质量对乘客满意度的影响.首先,建立解释变量也称为潜在变量(城市轨道交通服务质量有关的经济性、便利性、舒适性、安全性)与观测变量也称为显变量(调查问卷设置的相关问题)组合的测量模型,验证模型与数据的契合情况并探究潜变量之间的关系;其次,建立外因变量(经济性、便利性、舒适性、安全性)对内因变量(乘客满意度)作用的结构模型,进行路径分析.研究发现,安全性最能影响乘客满意度,其次是舒适性.通过重点改善城市轨道交通服务的安全性和舒适性,使乘客对城市轨道交通的服务质量更加满意,从而提升乘客对城市轨道交通的满意程度.
Abstract
The service quality analysis is on the basis of the survey results and passenger satisfaction in Dalian subway based on the structural equation model, the impact of urban rail traffic service quality on passenger satisfaction is explored.Firstly,the variables which is also referred to as potential are explained and estab-lished(Urban rail transit service quality related to economy,convenience,comfort and safety),and the varia-bles which is also known as apparent variable(Questionnaire to set up related issues)combined measurement model is observed,the model and the fit data are verified and the relationship between the latent variables is explored.Secondly,the exogenous variables(Economy,convenience,comfort and safety)are established to the dependent variable(the satisfaction of passenger)role in the structure of the model.The study found that safety is the most affect passenger satisfaction, and the second is the comfort.By focusing on improving the safety and comfort,making passengers satisfied with the quality of service is more on urban rail transportation to raise the passenger satisfaction.
关键词
结构方程模型/城市轨道交通服务质量/城市轨道交通乘客满意度/安全性Key words
Structural Equation Model(SEM)/urban rail transit service quality/urban rail transit passenger satisfaction/security引用本文复制引用
基金项目
辽宁省教育厅科学研究计划资肋项目(JDL2017034)
出版年
2018
NETL
NSTL
维普
万方数据